Customer Support Administrator, EMEA - Temp

The Customer Support Administrator interfaces with and supports internal customers managing the process of order fulfillment and service operations. In the role, the individual serves as a coordinator for the different tasks in Customer Support and works with cross-functional groups across the company. The position will specifically support Twist’s current product lines consisting of synthetic genes, oligo pools, DNA libraries and NGS products.

Key Responsibilities:

• Creates and validates sales orders. Provides guidance to resolve errors or escalates to Manager for resolution of errors.
• Coordinates the different internal and external requests and makes sure they are received by the responsible parties
• Aides in sales quote generation for the field commercial team.
• Works with internal teams such as Accounting, to ensure a correct invoice generation
• Helps to maintain our databases as needed
• Collaborates with internal and commercial teams to drive on time fulfillment of orders and resolution of issues to meet or exceed customer expectations.
• Works on internal projects from the team’s project log to improve efficiency and processes

Each Twist employee is responsible for complying with applicable Quality Management System (QMS)/Information Security Management System (ISMS) standards in the execution of their daily activities and ensuring product or service meets regulatory requirements, customer requirements and the established QMS/ISMS policies and procedures

• All other duties as assigned

Qualifications and Requirements:

The ideal candidate has:

relevant professional experience that indicates success in a high throughput manufacturing environment.

• Associates or Bachelors degree in biology, chemistry or related field is desirable.

experience in customer support is a plus, but direct customer interaction is not immediately required a strong attention to detail and a high level of self-organization to reliably work in a remote environment. the ability to communicate effectively in writing and verbally in English with a wide variety of people and have strong interpersonal skills. demonstrated ability to solve problems and work effectively in a team environment.

• Excellent computer skills using Microsoft Office, G-Suite and ideally Salesforce; experience with ERP software a plus.

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